A. Help Desk Operations

- Manage the help desk and act as the first point of contact for queries, requests and complaints.
- Receive and register complaints/service requests through phone, email, WhatsApp or help desk software.
- Provide accurate information and assistance to employees, residents, visitors and other stakeholders.
- Maintain a professional, courteous and helpful approach at all times.
- Ensure proper handover of pending requests to the next shift.

B. Complaint & Request Management

- Record all complaints and service requests in the Help Desk Register/System.
- Generate complaint/request numbers wherever applicable.
- Categorize requests department-wise and assign them to the concerned team.
- Monitor the status of open complaints and follow up with concerned departments.
- Ensure complaints are closed within the defined turnaround time (TAT).
- Escalate delayed or critical complaints to the supervisor/manager.

C. Coordination with concerned departments

- Follow up with respective departments until the issue is resolved.
- Confirm closure with the complainant/requestor wherever required.

E. Records & Reporting

- Maintain daily Help Desk reports.




- Prepare daily/weekly/monthly complaint and service-request reports.
- Maintain records of:
- Open complaints
- Closed complaints
- Pending complaints
- Escalated complaints
- Department-wise complaints
- TAT compliance
- Share daily status reports with the reporting manager.
- Maintain proper documentation and filing of Help Desk records.

F. Shift Responsibilities

- Be available at the Help Desk throughout the assigned shift.
- Maintain proper shift handover and takeover.
- Ensure no complaint/request remains unattended during shift change.
- Inform the incoming shift about all pending, urgent and VIP-related matters.
- Maintain discipline and professional conduct at the Help Desk.

3. Required Skills

- Good communication and interpersonal skills.
- Basic computer knowledge, including MS Word and Excel.
- Good telephone and email etiquette.
- Strong follow-up and coordination skills.
- Qualified and customer-friendly attitude.
- Ability to work in rotational shifts, including weekends/holidays if required.

Pay: From ₹180,000.00 per month

Work Location: In person

📌 Helpdesk Executive (Gurugram)
🏢 CENTRAL PARK RESORTS
📍 Gurugram